Subscription Retention
About The Company The client is a company operating with a subscription-based business model and they partner with Vertex for retention campaigns. The subscriber base is significant, comprising approximately 12 million subscribers, with around 20,000 interactions handled via the Vertex site. Problem Statement Initially, the retention rate stood at 34%. However, a change in U.S. government policy prohibited companies from applying cancellation charges for any subscription- based model. This regulatory change resulted in the retention rate dropping to a concerning 9%. Our Approach The client faced several operational challenges during the festive sales season, including: Shifted focus from policies to value, emphasizing savings and 2-3 months free subscriptions. Enhanced Benefit Communication emphasized unique product features and personalized offers based on customer usage. Revised Engagement Tactics Provided tailored scripts and used data analytics to proactively engage high-risk customers with customized retention plans. Consistent Feedback Loop Conducted weekly performance reviews and gathered customer feedback to refine strategies. Time for Re-evaluation Initiated once the customer verbally commits to continuing the contract after accepting the offer. Subscriber Details Approx. 12M total subscriber base; ~20K volume handled by our site. Inbound vs Outbound 90:10 ratio; Retention rate for outbound ~20%. ARR (Annual Recurring Revenue): Approx. $6.7M monthly. Challenges Identified Customers now had no financial disincentive to cancel subscriptions, making retention significantly harder. The existing retention strategies relied heavily on counteracting cancellation fees, which were no longer applicable. It was critical to rebuild customer trust and emphasize the value of the subscription in a highly competitive market. Subscription Types Monthly Paid monthly, no contract obligation ABM Annual Billed Monthly. PUF Paid Upfront. Retention Rate= (Total number of Retained customers/Total number of cancellations done)*100 Result Retention rate increased from 9% to 37% in eight weeks, setting a record for the client. Boosted customer satisfaction by focusing on value over penalties. Created a scalable retention strategy framework compliant with new regulations.
STREAMLINED VIRTUALHIRING FOR PEAK SEASON SUCCESS
About the client The client is a leading online food ordering and delivery platform in India, renowned for its ability to provide quick andconvenient food services to customers nationwide. With a strong focus on making food accessible whenever and wherevercustomers desire, the client has become a household name in the food delivery industry, ensuring convenience andquality at home. Challenges Faced The client faced several operational challenges during the festive sales season, including: Volume Surge: The client anticipated a 40% increase in order volumes during the holiday season, which meant a significant rise in demand for customer service support and operations Resource Constraints The existing Business as Usual (BAU) workforce was insufficient to meet this demand, creating an urgent need to hire additional temporary resources. The hiring process needed to be completed in just 15 days Urgent Resource Requirement Over 300 people were required to be recruited, onboarded, and trained within a week Work-from-Home (WFH) Model Given the circumstances of the holiday season, all work needed to be executed remotely, with no in-person training or physical presence Solutions Implemented To address these challenges, a strategic, multi-faceted approach was implemented: Digital recruitment campaign to hire 300+ remote workers Auto IVR-based screening process for efficient candidate selection Skill-based bifurcation into chat and voice roles Digital KYE and contract signing for seamless onboarding Secure, scalable cloud-based WFH solution with telephony integration Close communication with client teams for smooth execution Results Achieved To address these challenges, a strategic, multi-faceted approach was implemented: Recruited 300+ remote workers in one week Handled 15,000 orders daily Achieved 80% cost savings on hiring Seamless Resource Ramp-Down
Scalable Workforce Management for Global Retailer
Client Overview The client is a leading Indian lifestyle retailer specializing in beauty, wellness, and fashion products. With a significant presence across multiple platforms, including web and mobile, the client experiences a surge in sales volumes during the festive season. The company conducts 3-4 major sale campaigns annually, making operational efficiency during peak times critical. Challenges Faced The client faced several operational challenges during the festive sales season, including: Increased Call and Email Volume: During sale events, the call and email volume surged by 2-3 times compared to regular business-as-usual (BAU) operations, resulting in a major strain on existing resources Staffing and Resource Augmentation The biggest challenge was efficiently scaling up the workforce to handle the increased demand for customer service. This included hiring, training, and operational governance, all within a short timeframe. Infrastructure & Capacity Issues: There were significant hurdles in terms of onboarding temporary staff, providing the necessary training, and ensuring infrastructure was adequate to support the surge in volume Language Coverage Given the diversity of the customer base, the client needed multilingual support to ensure effective communication with customers across different regions Solutions Implemented To address these challenges, a strategic, multi-faceted approach was implemented: Leveraging Campus Connect for Resource Augmentation Temporary resources were onboarded in just 20 days through the Campus Connect program, which allowed for a rapid increase in manpower for the peak season. This program focused on hiring 460+ resources in preparation for the October 2022 sales. Training and Certification: Before being deployed, the hired resources underwent rigorous training, focusing on customer-centricity, CRM best practices, and the specific needs of the retailer’s sales and post-sales processes. All resources were certified, ensuring that they were fully equipped to handle customer inquiries effectively. Cross-Training for Better Resource Utilization Resources were cross-trained on multiple communication channels, including voice, chat, and email, to improve operational flexibility and enhance resource utilization. Technology Integration To streamline operations and manage the surge in sales volume, a Self-IVRS (Interactive Voice Response System) was implemented. This system helped manage large volumes of incoming calls and directed customers to the appropriate resources efficiently. Call Me Back Campaign To ensure 100% customer connectivity, the IVR system also included a “Call Me Back” feature, which allowed customers to schedule a callback rather than waiting in long queues. This reduced call drop rates and improved customer satisfaction. Results Achieved To address these challenges, a strategic, multi-faceted approach was implemented: Rapid Resource Deployment Within just two weeks, over 3,000 profiles were evaluated across three locations to ensure the right fit for the seasonal ramp-up. This enabled timely onboarding of 460+ resources, ensuring that the festive sales period was fully supported. Cost Savings By outsourcing the resource augmentation, the client achieved a 60% cost savings compared to handling the staffing in-house, which included the expenses of hiring, training, and maintaining an in-house team during peak times. Maintaining Customer Satisfaction Despite the massive increase in volume, voice C-SAT (Customer Satisfaction) scores remained consistent with the BAU process, ensuring that the quality of service did not degrade during peak periods. Seamless Resource Ramp-Down After the sale season, the temporary resources were smoothly transitioned out of the campaign, with many being redeployed into other Lines of Business (LOBs) and BAU roles, ensuring no operational disruptions. Conclusion The strategic deployment of technology, efficient resource management, and targeted training enabled the client to scale their operations effectively during high-demand periods. By leveraging both temporary workforce solutions and advanced technology, the client was able to handle the seasonal ramp-up while maintaining operational efficiency and customer satisfaction. This approach not only optimized costs but also enhanced the client’s ability to meet customer expectations, ensuring a successful and profitable festive season.
Enhancing eCommerce Catalog Management
About the client Our eCommerce client specializes in selling a diverse range of products, including consumer electronics, fashion, home essentials, groceries, and lifestyle products. Their online presence spans multiple platforms, including their website and various eCommerce marketplaces. Challenges Faced Inconsistent Product Attributes Disparate sources of product information led to discrepancies in product descriptions, images, prices, and promotions Custom Product Attributes Variations in taxonomy terms, colors, and textual options resulted in incorrect product representations Data Management Manual updates were time-consuming and prone to errors, affecting customer experience and sales Solutions Offered GATHERED AND ANALYZED DATA Collected all relevant product information STANDARDIZED DATA Classified, cleaned, and standardized product data to ensure accuracy and consistency CATALOGUING.AI Created catalogs with standardized attributes, including product codes, manufacturers, colors, and dimensions. Results Achieved Did attribute wise categorization of 6000+ products and maintained data consistency Data Consistency Achieved accuracy above clients’ benchmark of 95% and saved their time spent in managing the dataset. Enhanced Customer Experience by providing quality product content.
Enhancing Agent Efficiency and Customer Satisfaction with a Decision Management System
Client Overview An Indian lifestyle retailer specializing in beauty, wellness, and fashion products. This client operates on multiple platforms and touchpoints, spanning both B2B and B2C marketplaces, with offerings available across web and mobile platforms, as well as physical stores. Challenges faced: The client faced several key challenges that impacted agent performance and the overall customer experience: Cumbersome Sequential Processes: Originally, the client used a guided flow system through Google Forms, which followed a sequential traversal path. Agents were unable to directly navigate to the required scenario, leading to inefficiency. Switching Between Multiple Platforms: Agents had to toggle between various tabs—CRM, dialers, guided flows—which was time-consuming and negatively affected the Average Handling Time (AHT). Impact on Agent Performance: These inefficiencies contributed to lower agent performance, resulting in a decrease in the quality of transactions and ultimately a lower Customer Satisfaction (C-SAT) score. Solution: To address these challenges, we developed and implemented a structured, customizable decision management system with the following key features: Customized Decision Management System: The system was designed to streamline the process and enable agents to reach the exact scenario they needed without traversing lengthy flows, resulting in a significant reduction in AHT. Guided Decision Trees: We introduced decision trees to guide agents through complex processes quickly, improving decision-making efficiency. Smart Call Scripts: Along with the decision trees, smart call scripts were created to enhance agent communication during interactions. Platform Integration: The new system seamlessly integrated with various platforms, allowing agents to access all necessary data without switching between tabs. Quality Management System (QMS): The system also featured transaction auditing through a quality management system, ensuring that interactions were consistent and high-quality. Sampling Algorithms: We implemented sampling algorithms tailored to the client’s business needs, which helped in auditing transactions and ensuring quality. Results: The solution led to measurable improvements in several key areas: 0 % Reduction in AHT The customizable decision management system and smart scripts streamlined workflows, significantly cutting down the Average Handling Time. 0 % Quality Score With better guidance and auditing, the quality of interactions improved dramatically, achieving a near-perfect quality score. 0 % Increase in C-SAT Improved agent efficiency and transaction quality led to a noticeable rise in customer satisfaction scores. Reduced Cognitive Load for Agents Agents no longer had to memorize complex SOPs or worry about dip checks, resulting in smoother operations and higher agent satisfaction. Blog
Boosting Lead Generation for a B2B SaaS Company Through Targeted Digital Marketing
About the Client The client is a B2B SaaS company offering a high-quality project management solution for SMBs. Despite a strong product, they struggled with generating consistent leads and converting them into paying customers. Challenges and Impact: Key Solutions & Outcomes Achieved To address these challenges, the client partnered with a digital marketing agency to implement a comprehensive lead generation strategy. The approach focused on several key areas: SEO Optimization: Enhanced on-page SEO to improve search engine rankings and increase organic traffic. Content Marketing & Lead Magnets: Created valuable resources like eBooks and webinars to capture lead information. Paid Advertising: Ran targeted campaigns on Google and LinkedIn to attract high-intent prospects. Email Marketing Automation: Implemented automated email sequences to nurture leads and drive conversions from free trials to paid customers Results: o 40% Increase in Organic Traffic: Achieved within 3 months from SEO improvements. o 30% Growth in Email List Size: Through content marketing and lead magnets. o 25% Rise in Website Traffic and 15% Increase in Free Trial Sign-ups: From targeted paid ad. o 20% Higher Conversion Rate: From free trials to paid customers due to email marketing automation. Conclusion By partnering with a digital marketing agency and implementing a comprehensive lead generation strategy, the B2B SaaS company successfully addressed its challenges and achieved significant improvements in lead generation and customer conversion. The focus on SEO optimization, content marketing, paid advertising, and email marketing automation proved to be an effective approach for attracting qualified leads and driving business growth1. This case study demonstrates the importance of a data-driven and targeted approach to lead generation for SaaS company. Blog
Strengthening Customer Experience with Regional Language Support
Case Study The client is a well-established insurance provider offering a wide range of insurance products, including personal, commercial, and social/rural insurance. Recognizing the need for regional language support to improve customer satisfaction and address multilingual challenges, the client sought to enhance its customer service through the strategic use of language resources. Download Now Are you ready to scale your business? Get In Touch
Boosting Insurance Sales with Smarter Telesales and Customer Insights
About the Client: The client is one of the fastest-growing online insurance distribution platforms, offering a diverse array of insurance products. The company is focused on leveraging innovative solutions to provide customers with seamless access to insurance products while maintaining a strong commitment to customer satisfaction. Challenges Faced: Despite its rapid growth, the client faced several operational challenges that hindered customer satisfaction and lead conversion efficiency: Low Lead Penetration Efficiency: Due to delays in execution, the lead penetration efficiency in the southern market was at only 40% of the national average. Telesales Setup Issues: The client struggled to establish a fully operational telesales team for the southern region, limiting their ability to reach and engage potential customers. Inconsistent Lead Qualification: The success rate of qualifying leads was low, with only 5% of leads converting to qualified prospects. Customer Engagement Concerns: The existing calling scripts were not compelling enough to create curiosity or drive meaningful conversations, leading to missed sales opportunities. Need for Agile Process Delivery: The client sought to improve the overall quality and compliance in its processes through agile frameworks to meet the growing demands of the business. Key Solutions & Outcomes Achieved: Implementing Customer Advocacy Capture Tools The client integrated customer advocacy capture tools to measure and assess the real-time voice of customers. This enabled the client to track shifts in customer interactions and gather valuable insights for continuous improvement. Adopting an Agile Framework for Quality and Process Delivery The use of an agile framework helped streamline operations and ensured a more flexible, iterative approach to managing quality and compliance in telesales processes. Revised Calling Scripts To improve conversion rates, the client tested three different calling scripts to determine which one was more effective at generating interest and engagement. These scripts were designed to create curiosity, helping agents catch the attention of potential customers and keep them engaged throughout the call. The scripts were tested for their ability to appeal to the customer’s needs, address pain points, and push for stronger call-to-action responses. Telesales Operations Setup for the Southern Market The client partnered with an external provider to swiftly establish and run telesales operations for the southern region. This ensured quick ramp-up and efficiency while keeping turnaround times low. Results: The client saw a 13% increase in the conversion rate of leads to qualified prospects A drastic improvement in the southern region’s connect percentage, now at 60%, expands client’s reach. Improved Customer Satisfaction: With the use of real-time customer insights and a more agile approach, the client was able to address customer needs more effectively, leading to improved customer satisfaction and loyalty. Increased Operational Efficiency: Agile frameworks allowed for better control and process delivery, reducing delays and improving overall operational efficiency in telesales. Conclusion: By leveraging customer advocacy tools, agile frameworks, and revised calling scripts, the client successfully enhanced their telesales operations and increased lead conversion rates. The swift establishment of a southern telesales setup, along with improvements in customer engagement, allowed the company to overcome its previous challenges. These efforts have paved the way for continued growth and higher efficiency in reaching and converting potential insurance customers across the country. Blog
From Inquiry to Enrollment: A Case Study on Enhancing Conversion Rates for India’s Top EdTech Platform
About the client: The client is recognized as one of India’s top online EdTech platforms, dedicated to providing an affordable and comprehensive learning experience for students through both online and offline models. The platform sources lead via various digital channels, including web and social media, as well as walk-ins at student centres. Inquiries primarily focus on admissions for competitive courses such as JEE and NET, course fees, and program benefits. Challenges faced: High Volume of Queries: The platform received approximately 6,000 queries monthly but struggled with conversions. Drop in Enrollment: Many inquiries went unattended, particularly those from parents regarding program details and fees, leading to missed opportunities. Low Connect Ratio: Only 16-18% of leads were successfully connected for follow-up discussions. Impact of Challenges: Solutions Implemented: To tackle these challenges, the following strategies were executed: Integration of Truecaller Business API: Enhanced connect rates to over 42%, allowing for more effective communication with potential students. Focused Counselling Efforts: Established dedicated counselling sessions to address parent queries regarding program details and financial aspects. Revenue Optimization: Achieved a revenue generation of ₹2.3 lakh per resource through improved conversion tactics. Tracking Conversion Rates: Monitored the conversion rate which reached 18%, indicating a more effective follow-up process compared to previous attempts. Outcomes Achieved: The implementation of these solutions led to significant improvements: – Increased Connect Ratio: The integration of technology facilitated a connect ratio exceeding 42%. – Enhanced Revenue: The platform successfully generated ₹2.3 lakh per resource through effective lead conversion. – Improved Conversion Rates: The conversion rate from calls attempted to courses enrolled rose to 18%, showcasing the effectiveness of targeted follow-ups and counselling. Conclusion: This case study highlights the importance of addressing student and parent concerns in the enrollment process within the EdTech sector. By leveraging technology and enhancing communication strategies, the client not only improved their connect ratio but also significantly boosted their revenue through better lead management. This approach serves as a model for other educational institutions facing similar challenges in converting inquiries into enrollments.
Elevating Customer Service Excellence via Regional Language Support in Insurance
About the Client The client is a leading insurance company that offers a diverse range of insurance products, including personal, commercial, and social/rural insurance. To enhance customer satisfaction and address multilingual support issues, the company implemented a strategic approach focused on regional language support in southern regions. Challenges Faced: Despite its strong market presence, the client encountered several significant challenges that impacted customer satisfaction and operational efficiency: High Call Flow Due to Follow-Ups: There was a substantial volume of follow-up calls related to pending claims in motor insurance, PMFBY and mobile insurance. Language Barriers: The lack of associates fluent in regional languages led to high instances of language barrier cases, particularly as the client operated from various northern locations. Inconsistent Service Quality: The inability to provide timely assistance during peak hours resulted in inconsistent service experiences for customers, further exacerbating dissatisfaction. Increased Customer Complaints: The accumulation of unresolved issues and communication difficulties led to a rise in customer complaints and escalations at the contact centre. Negative Customer Feedback Trends: An increasing trend in negative customer Voice of the Customer (VOC) feedback highlighted the urgent need for improvement in service delivery. Impact: These challenges had significant repercussions on the client’s business performance: Declining Customer Satisfaction (CSAT): Delayed follow-ups and communication barriers directly contributed to low CSAT scores, indicating dissatisfaction among policyholders. Higher Call Abandonment Rates: Many customers abandoned their calls due to long wait times, resulting in lost opportunities for engagement and support. Operational Inefficiencies: The strain on resources during peak call times led to increased operational costs and reduced agent productivity. Negative Brand Perception: Unresolved customer issues and poor service experiences resulted in negative reviews, damaging the brand’s reputation and eroding customer trust. Loss of Customer Loyalty: The combination of high complaint rates and dissatisfaction led to a decline in customer loyalty, making it challenging for the client to retain existing customers or attract new ones. Key Solutions & Outcomes Achieved Hiring Multilingual Agents The recruitment of agents proficient in multiple regional languages significantly improved communication with customers. Auditing Regional Calls The internal quality team conducted regular audits of calls to ensure effective management and support during peak hours. Results: Conclusion By implementing a comprehensive multilingual support strategy, the client successfully addressed key pain points affecting customer experience. The focus on hiring skilled agents and conducting thorough audits allowed for effective call management, particularly during peak hours. These efforts not only improved customer satisfaction but also reduced operational inefficiencies. The client’s commitment to enhancing its multilingual capabilities has set a strong foundation for sustained growth and customer loyalty in the competitive insurance market.
